Service Desk Analyst

Location: East Grinstead, West Sussex Salary: £24000 - £30000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Sam Francis

Service Desk Analyst

East Grinstead

Salary: £25,000- £30,000

Currently looking for a Service Desk Analyst to work for an orginisation representing users in the United Kingdom and Ireland. You will be responsible for provide assistance to all head office and site-based staff in a professional and customer focused manner in line with customer needs, defined processes and meeting SLA's.

Some of the main duties of the Service Desk Analyst will include:

  • Record and prioritise all service requests into the Assyst service management tool ensuring all relevant information is recorded accurately and in line with the incident management process.
  • Provide user support for all hardware and software issues including incident resolution, installation\implementation and guidance\training.
  • Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working conditions as quickly as possible.
  • Escalate incidents to appropriate teams\individuals in line with the incident management process, ensuring users are informed of the progress of their requests.
  • Log incidents with 3rd Party Suppliers and monitor their progress against SLA and if required escalate incidents using the pre-defined escalation process.
  • Work individually and as a team to ensure that all individual and team KPI's are met.
  • Ensure that all user requests are resolved within agreed Service Levels.
  • Major Incidents - work alongside the Service Desk Manager to provide regular user updates in line with the Major Incident process.
  • Create procedure documents and update the Knowledge Base in line with defined processes.
  • Assist with the implementation and support of projects as required.
  • Represent the operational interests of users to IS staff.
  • Keep up to date with the latest developments in desktop technologies, products and processes.

Skills and qualifications of the Service Desk Analyst will include:

  • At least 2-3 years' experience of working on a busy service desk providing 1st and 2nd line support to at least 250 users
  • Troubleshooting and resolving hardware, software and networking issues over the phone and deskside
  • ITIL foundation or a good working knowledge of ITIL
  • Avaya telephony
  • Assyst
  • G Suite
  • SAP
  • Citrix
  • Blackberry Work
  • Microsoft SCCM
  • Experience of providing support on:-
  • Microsoft Windows 7 and Windows 10
  • Microsoft Office 2010 - 2016
  • Active Directory
  • Microsoft Exchange
  • Remote working
  • Desktop rollouts
  • Citrix virtual desktops
  • IP Telephone
  • Experience of working to and meeting
  • Service Level Agreements
  • Individual and Team performance targets

Personal Attributes:

  • Flexible, enthusiastic and self-motivated
  • Well-developed problem-solving skills
  • Good communication and excellent customer facing skills
  • Proactive
  • Good team player but also able to work on own initiative
  • Excellent timekeeping
  • Able to cope with a busy Service Desk working under pressure
  • Quick learner
  • Good all round hardware (desktop and laptop) and Microsoft software knowledge
  • Flexible

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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